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Listening is more than merely hearing
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Listening is more than merely hearing


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  • 1. HRM311 - A presentation by Katrina McRae
  • 2.  ‘Listening’ defined  The importance of listening  Listening skill clusters Attending skills Following skills Reflecting skills  Summary  Questions
  • 3.  Hearing vs. Listening “Hearing, is a word used to describe the physiological sensory processes by which auditory sensations are received by the ears and transmitted to the brain” “Listening, on the other hand, refers to a more complex psychological procedure involving interpreting and understanding the significance of the sensory experience”
  • 4.  Because it takes up more of our waking hours than any other activity  70% of our waking moments are spent in communication; writing - 9 % reading - 16 % talking - 30 % listening - 45 %  It is important to listen effectively because of the large amount of it we do each day  Many facets of our lives influence our skills in listening
  • 5. Skill Cluster Specific Skills ‘Attending’ Skills •A posture of involvement •Appropriate body motion •Eye contact •Non-distracting environment ‘Following’ Skills •Door openers •Minimal encourages •Infrequent questions •Attentive silence ‘Reflecting’ Skills •Paraphrasing •Reflecting feelings •Reflecting meanings (tying feelings to content) •Summative reflections
  • 6.  Inclining ones body toward the speaker  Facing the speaker squarely  Maintaining an open body posture  Positioning yourself at an appropriate distance from the speaker
  • 7.  The avoidance of distracting motions and gestures Facial expressions reflect emotions back to the speaker Nodding your head is a positive gesture
  • 8.  Effective eye contact  Enables the speaker to appraise your receptiveness  Essential for effective interpersonal communication in our society  Sustained, direct and reflective
  • 9.  Eliminate distractive noises and movement  Remove sizable physical barriers to foster better communication
  • 10.  Door openers are noncoersive invitations to talk  People often send ‘door closers’ or ‘roadblocks’  Door openers typically have four elements A description of the other persons body language An invitation to talk or continue talking Silence Attending
  • 11.  Minimal encourages are brief indicators to the other person you are with them e.g. “Mm-hmm”, “Oh, I see”, “Go on” or “Sure”  Minimal encourages do not imply agreement or disagreement with what the speaker said. Rather, it lets the speaker know the listener is still with them
  • 12.  Questions are an integral part of verbal interaction in our society.They have their strengths and limitations  Closed questions direct the speaker to give a specific, short response  Open questions provide space for the speaker to explore his thoughts
  • 13.  The listener needs to learn the value of silence in freeing the speaker to think, feel and express himself  During the pauses in an interaction, a good listener does the following: Attends to the other Observes the other Thinks about what the other is communicating
  • 14.  Paraphrasing is restating what you believe to be the essence of a speakers comments  Reflecting feelings is listening accurately to another person and reflecting the emotional state of the person in your own words  Reflecting meanings is listening accurately and reflecting both the content and the feeling of the other  Summative reflections is a brief restatement of the main themes and feelings the speaker expressed over a long period of conversation
  • 15.  Listening is a combination of hearing what another person says and involvement with the person who is talking.  It is important because we spend more time listening than anything else we do in our waking hours.  Our ability to listen directly influences our friendships, our family relationships and our effectiveness at work.
  • 16.  What are the three skill clusters of listening as described in the reading?  Who here thinks they are a good listener?  How much of our waking hours as a percentage are spent communicating?  How much of our communication as a percentage is spent listening?